What is a Macro?
A macro is a set of instructions that tells the system how to complete a task. Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click.
When a user runs a macro, the system performs each instruction on the open record. Users run macros from the app’s utility bar.
Great For: Consistency and performing repetitive tasks.
Prerequisites & Configuration
To get started, ensure the Macro object is accessible and Macro Settings are configured in Setup.
- Object: Macro
- Setup: Macro Settings
- Documentation: Getting Started with Macros
Types of Macros
1. Regular Macros
These macros perform actions that can be undone, meaning nothing is submitted, sent, or saved immediately. For example, a macro that inserts an email template but doesn’t send the email is a regular macro.
Situation: Service reps need to notify people in case of case escalation. The macro inserts email addresses into the CC field based on priority, allowing the rep to review before sending.
Logic based on Priority:
- Low: test1@learn.com, test2@learn.com, test3@learn.com
- Medium: debug1@learn.com, debug2@learn.com, debug3@learn.com
- High: develop1@learn.com, develop2@learn.com, develop3@learn.com
2. Irreversible Macros
These macros perform actions that can’t be undone, such as sending emails to customers or updating a case’s status. These macros contain a "Submit Action" instruction that’s irreversible.
Required Permission: To create, edit, or run these, the user must have the "Manage Macros Users Can't Undo" permission. Users without this permission can still create macros if they do not include instructions for performing irreversible actions.
Situation: An agent is on a call that disconnects. They need to immediately log the failed call and jump to the next caller without manually reviewing the log.
The Macro Steps (Irreversible):
- Select "Log a Call" tab.
- Subject: "Call Disconnected / Drop".
- Comments: "Tried to reach customer, call disconnected before resolution."
- Task Status: "Completed".
- Case Status: "Working" (or "Awaiting Customer").
- Submit Action: The macro clicks 'Save' (This makes it Irreversible).
3. Bulk Macros
These macros can run on multiple records at a time.
Best Practice: When creating a bulk macro, add an instruction that changes a field value on the record. This allows support reps to filter records in the list view to distinguish processed records from those that haven't been run yet.
Required Permission: "Run Macros on Multiple Records"
Situation: A support agent starts their shift and sees 50 new cases. 10 of them are obvious spam (automated 'Out of Office' replies).
Action: The agent selects the 10 spam records in the list view and runs a Bulk Macro to close them all instantly.
Thanks for Reading!
I hope this guide helps you save time and automate your Salesforce workflow. Happy learning!